Customer Service Standards

The Hills Shire Library Service values its customers. Our purpose is to serve the community in providing information, education, culture and social connection. We strive to offer the best possible library materials, staff, technology and facilities, with ready and equal access for residents of all ages.

Joining the Library

Adults are required to produce identification, which shows proof of current address, for example a driver's licence, rates notice or utility account.

Anyone under 18 can join the library either by coming in with their parent/guardian or by presenting a completed registration form, signed by their parent/guardian. Identification and proof of address of parent/guardian is required.

Your membership card is needed every time you borrow.

Please advise staff as soon as possible of any change of address, phone number or name.

Items may be renewed once for a further three weeks either in person, by phone or online.

All items may be renewed unless they are overdue, have been reserved by another borrower or have been renewed previously.

All items can be returned in the after hours chute when the libraries are closed at any of our five branches, regardless of which branch you borrowed from. Vinegar Hill Memorial Library's After Hours Chute is available at the following times:

Minimising Overdue Charges

Use the after hours chute outside any branch for the return of items when the library is closed.

Provide the library with your correct email address. You will be sent a courtesy email reminder notice a few days before your items are due to be returned.

Renew your items before they are due. Items may be renewed once for a further three weeks, either in person, by phone or online.All items may be renewed unless they are overdue or have been reserved by another borrower.

When you borrow, rather than taking a few items on each family member's card, try to borrow the maximum of 10 items on one or two cards.

Going on holidays? Let a staff member know before you borrow and an extended loan period can be arranged.

Remember, talk to us before fines become a problem. We will be pleased to help.